We make decisions based on what we think is fair and reasonable, accounting for the unique circumstances of each case we receive. We anonymise our decisions and write them in a way that prevents the person or small business complaining from being identified.
This database holds all the final decisions we’ve published since 1 April 2013 under the Financial Services and Markets Act 2000, as amended by the Financial Services Act 2012.
Your search returned 393318 results
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Decision Reference DRN-5350062
22 Sep 2025 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-5350062 The complaint Mr T complains that a car supplied to him under a hire purchase agreement with BMW Financial Services GB Limited trading as Alphera Financial Services (AFS) is of unsatisfactory quality. Mr T also complained that the vehicle was misrepresented to him. What happ... (7 pages)View decision -
Decision Reference DRN-5759668
22 Sep 2025 Domestic & General Insurance Plc Not upheldInsuranceDRN-5759668 The complaint Mrs E complains about the way Domestic & General Insurance Plc (D&G) have handled a claim she made under her boiler breakdown cover. What happened The details of what happened are well known to both parties, so I will just summarise them here. • Mrs E h... (2 pages)View decision -
Decision Reference DRN-5775981
22 Sep 2025 U K Insurance Limited Not upheldInsuranceDRN-5775981 The complaint Mr S is unhappy U K Insurance Limited (UKI) declined a claim made under his buildings insurance policy. Any references to UKI include its agents. What happened In May 2025 Mr S noticed water damage to his lounge floor. The leak came from the adjacent bathroom... (2 pages)View decision -
Decision Reference DRN-5324742
22 Sep 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5324742 The complaint Mr M complains Wise Payments Limited (“Wise”) failed to protect him from financial harm, which led to him losing money to a scam. Mr M has appointed a professional representative to represent him in his complaint, but for ease. I will simply refer to Mr M throu... (3 pages)View decision -
Decision Reference DRN-5658395
22 Sep 2025 Accredited Insurance (Europe) Ltd Not upheldInsuranceDRN-5658395 The complaint Mr A has complained about how Accredited Insurance (Europe) Ltd (‘Accredited’) dealt with a claim under his home insurance policy. References to Accredited include companies acting on its behalf. What happened Mr A made a claim for storm damage to his roof. A... (3 pages)View decision -
Decision Reference DRN-5811253
22 Sep 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5811253 The complaint Mr and Mrs B complain that Santander UK Plc should pay them more compensation after it admitted providing poor service when it blocked Mrs B’s debit card in error and there was a delay before she had an operational new card and Personal Identification Number (‘... (3 pages)View decision -
Decision Reference DRN-5619620
22 Sep 2025 Madison CF UK Limited Not upheldConsumer CreditDRN-5619620 The complaint Mr B complains that Madison CF UK Limited trading as 118 118 Money (Madison) lent to him irresponsibly. What happened Mr B opened a credit card account with Madison on 7 March 2019 with a credit limit of £250. No further limit increases were provided on this a... (3 pages)View decision -
Decision Reference DRN-5695804
22 Sep 2025 U K Insurance Limited UpheldInsuranceDRN-5695804 The complaint The estate of Ms H complains U K Insurance Limited (UKI) trading as Prudential Home Insurance hasn’t refunded it in full for gas used at the property whilst repairs were carried out following an insurance claim. The estate is being represented in bringing the ... (3 pages)View decision -
Decision Reference DRN-5659117
22 Sep 2025 MotoNovo Finance Limited Not upheldConsumer CreditDRN-5659117 The complaint Miss W complains that the credit agreement she took out with MotoNovo Finance Limited (“MotoNovo”) was misrepresented to her. It didn’t make her aware that there was a second loan with payments required. And had she known this, she wouldn’t have taken out the a... (3 pages)View decision -
Decision Reference DRN-5827431
22 Sep 2025 SCOR UK Company Ltd Not upheldInsuranceDRN-5827431 The complaint Mrs D and Mr F complain that SCOR UK Company Ltd incorrectly accepted a claim under their legal expenses insurance (LEI) policy, misleading them into believing they had cover. Where I refer to SCOR, this includes the actions of its agents and claims handlers f... (3 pages)View decision